Bushfire Recovery Victoria

Creating content strategy tools and processes for an emergency organisation.

Problem 

Bushfire Recovery Victoria (BRV) is an emergency government agency in Victoria, Australia. It was established in 2020 after the devastating bushfires to support communities after a natural disaster. BRV is a fast-paced organisation that needs to operate as efficiently as possible in order to help those in crisis. In 2021, BRV embarked on a digital transformation project to evolve how it operated, part of that transformation was of its content strategy tools and processes.

Solution 

I worked as the lead content strategist on the project. I worked closely with the digital transformation director at BRV to define the content strategy needs of the organisation, I then validated these with the communication team at BRV in workshops and 1:1 interviews.
Once we had an understanding of what BRV needed, we set to work producing user personas, content principles and guidelines, a channel guide and a recovery program guide so that BRV could communicate with bushfire-affected communities clearly and consistently.

Alongside this work, we also created the foundations of an online community of practice so BRV teams could more easily communicate and share knowledge with each other. We also designed a series of user guides to help BRV to train its people on how to use the new digital tools that would come into place as part of the organisation’s digital transformation.

Impact 

This project moved almost as fast as BRV itself. We pivoted a number of times to meet the content and communication needs of BRV’s front line teams – including supporting them in producing emergency content. We produced a series of content strategy tools and processes to help BRV more seamlessly produce consistent and accessible communication in future. And we supported BRV in communicating internally to its staff about the digital transformation of the organisation.

Read the full case study here.